Is this a joke ?!

[nima.samadi]

I really don't know if I should laugh or cry? The keyword is BUGS dear firends. Creating a ticket for them? You must be kidding me.

A new fresh instance of liveresponse.3.00.90.stable.zendopen.tar.gz is installed. We're using 3.00.90 on the winapp too that came with the package.

1. Always : When clients close the chat window, it doesnt notify the staff member. It simply makees the staff member think the user is still in chat.

2. Sometimes : The winapp is supposed to catch visitors with the interval set by "Refresh visitor data every x sec"-option. The option seem to have a more decorative use than functional.

3. Always : Pushing URL to clients make the winapp go cococabanga. "The session has expired." Playing with the session timeouts in admin is not helping.

4. Always : After a random time the clients messages stop getting delivered to the agent and are not shown in the winapp. Increasing the session timeouts in admin is not helping.

5. Sometimes : The clients messages don't get delivered and showed in the winapp at all from the beginning of the chat. Sometimes even the clients himself can't see what he's writing.

6. Always : Even though you import a template and mark it as the default template, the system keeps using the original default template as the current one. The only way for using a new template is to merge it with the default template at the time of import.

This is what you get when you put money and time in an owned license?

[Ryan Lederman]

Originally Posted by nima.samadi

1. Always : When clients close the chat window, it doesnt notify the staff member. It simply makees the staff member think the user is still in chat.

There is absolutely no way to determine when a client closes the chat window. There is an onUnload event triggered by browsers but it cannot be successfully used to determine window closure. Sometimes it works, sometimes it doesnt. This is limitation due to the way current browsers handle JavaScript.

2. Sometimes : The winapp is supposed to catch visitors with the interval set by "Refresh visitor data every x sec"-option. The option seem to have a more decorative use than functional.

I assure you the winapp refreshes visitor data on the interval that you specify. Whether or not the new visitors have actually been on the site long enough to warrant their addition to the visitor data is a different story.

3. Always : Pushing URL to clients make the winapp go cococabanga. "The session has expired." Playing with the session timeouts in admin is not helping.

We've had several reports of this behavior but we've never been able to duplicate it here. Have you tried turning on the session expiration debug messages in config/config.php? (Session expiration problem) enabling this will give a glimpse in to the cause of the session expiration message.

4. Always : After a random time the clients messages stop getting delivered to the agent and are not shown in the winapp. Increasing the session timeouts in admin is not helping.

This is more-than-likely a network problem on your end or your client's.

5. Sometimes : The clients messages don't get delivered and showed in the winapp at all from the beginning of the chat. Sometimes even the clients himself can't see what he's writing.

We have also never seen this or had reports of it except when using Beta versions of IE7. Debugging for IE7 is underway, but if you're not using that browser, it is most likely also related to yours or your client's network.

6. Always : Even though you import a template and mark it as the default template, the system keeps using the original default template as the current one. The only way for using a new template is to merge it with the default template at the time of import.

The system sets a cookie if you view the default template first. Its recommended you reset that or hop on to a template group directly using http://www.domain.com/support/?group=yourgroup

Thanks for using Kayako,

[nima.samadi]

Originally Posted by Ryan [K]

There is absolutely no way to determine when a client closes the chat window. There is an onUnload event triggered by browsers but it cannot be successfully used to determine window closure. Sometimes it works, sometimes it doesnt. This is limitation due to the way current browsers handle JavaScript.

Hm, saving time and money by having staff sending messages to.. let's see, nobody? (until they, in some way, find out the customer is gone)

Originally Posted by Ryan [K]

I assure you the winapp refreshes visitor data on the interval that you specify. Whether or not the new visitors have actually been on the site long enough to warrant their addition to the visitor data is a different story.

Just out of curiosity, how long is that? After all it's a VISIT.

Originally Posted by Ryan [K]

We've had several reports of this behavior but we've never been able to duplicate it here. Have you tried turning on the session expiration debug messages in config/config.php? (Session expiration problem) enabling this will give a glimpse in to the cause of the session expiration message.

I'll follow your advice. Thank you.

Originally Posted by Ryan [K]

This is more-than-likely a network problem on your end or your client's.

That sounds like a dont-have-time answer. We've tried different clients from different hosts on other networks and the problem remains. We've had NO difficulties with the network on the server and we've been running other traffic-loading systems on the same machine earlier with absolutly no difficulties at all.

Originally Posted by Ryan [K]

The system sets a cookie if you view the default template first. Its recommended you reset that or hop on to a template group directly using http://www.domain.com/support/?group=yourgroup

I'm not following. Please be more specific. We want to import a template and use it without editing the default template. Do you mean that we have to delete the cookie stored by the browser after setting the default template to be the recently imported one?

Originally Posted by Ryan [K]

Thanks for using Kayako

Well, we're really trying.

[nima.samadi]

May I also add that it's definitely not a network issue since the staffs messages ALWAYS get delivered to the client chat window.

[Digital Mayhem]

odd we haven't experienced any of those problems...

[nima.samadi]

Originally Posted by Ryan [K]

We've had several reports of this behavior but we've never been able to duplicate it here. Have you tried turning on the session expiration debug messages in config/config.php? (Session expiration problem) enabling this will give a glimpse in to the cause of the session expiration message.

19/07/2006 15:43:20 An error occurred while attempting to communicate with the server:

Received unexpected response from server (invalid header)!

Data: ([Session Expired Debug]: Unable to find session id in POST, GET or COOKIE variable.. Clearing Out...<br /> <b>Warning</b>: Cannot modify header information - headers already sent by (output started at /usr/local/apache2/html/includes/functions.php:1174) in <b>/usr/local/apache2/html/includes/functions.php</b> on line <b>2642</b><br /> uncompressed;0;6bb61e3b7bce0931da574d19d1d82c88;0; 2;-1)

Error: <No extended error information available>

[Ryan Lederman]

Originally Posted by nima.samadi

19/07/2006 15:43:20 An error occurred while attempting to communicate with the server:

Received unexpected response from server (invalid header)!

Data: ([Session Expired Debug]: Unable to find session id in POST, GET or COOKIE variable.. Clearing Out...<br /> <b>Warning</b>: Cannot modify header information - headers already sent by (output started at /usr/local/apache2/html/includes/functions.php:1174) in <b>/usr/local/apache2/html/includes/functions.php</b> on line <b>2642</b><br /> uncompressed;0;6bb61e3b7bce0931da574d19d1d82c88;0; 2;-1)

Error: <No extended error information available>

This occurs when you attempt a Push URL operation? Also, I forgot to ask - what version of the Winapp are you using? The one shipped with 3.0.90? If so, please upgrade from the following link: http://forums.kayako.com/showpost.ph...4&postcount=22

[nima.samadi]

Originally Posted by Ryan [K]

This occurs when you attempt a Push URL operation? Also, I forgot to ask - what version of the Winapp are you using? The one shipped with 3.0.90? If so, please upgrade from the following link: http://forums.kayako.com/showpost.ph...4&postcount=22

yes, we're using 3.0.90 since it came with the same package. I will try the upgrade tomorrow. Thank you for the reply.

[nima.samadi]

Originally Posted by Ryan [K]

This occurs when you attempt a Push URL operation? Also, I forgot to ask - what version of the Winapp are you using? The one shipped with 3.0.90? If so, please upgrade from the following link: http://forums.kayako.com/showpost.ph...4&postcount=22

At first glance, the upgrade seems to have fixed the issue for us. Thank you.

[nima.samadi]

Only the third (3) issue listed in our first post in the thread (Push-URL-problem) has been cleared of

Now that's what I call support.

[nima.samadi]

Issue 4 and 5.

Originally Posted by Ryan [K]

This is more-than-likely a network problem on your end or your client's.

We've been killing our ISP with this issue and unfortunately (for Kayako) they've presented clear facts showing no package-loss from different sources to the machine.

We've also tested the connection :

1000 packets transmitted, 1000 received, 0% packet loss, time 1008995ms
rtt min/avg/max/mdev = 4.485/5.686/56.874/4.194 ms

This is NOT a network issue.

[nima.samadi]

Issue nr 6 (template problem)

Originally Posted by Ryan [K]

The system sets a cookie if you view the default template first. Its recommended you reset that or hop on to a template group directly using http://www.domain.com/support/?group=yourgroup

Why am I not surprised when this doesn't work?

[fordc03]

We have the same problem. Client enters text, it never arrives to the rep.

We are using an https site. Port 80 is not allowed through at this time.

Since we've got everything directed to the https:// version of the site, is the chat window on the client end pushing traffic through to port 80 or a different port?

Since it was initiated on port 443, shouldn't it stay on port 443? Thanks

[fordc03]

I forgot to add...the reps text always gets to the client, the client can see that the rep is typing, the client responds and the rep never gets it.

I did get an error earlier that said something about browsercode or browsecode...I didn't get a screen shot unfortunately.

[Ryan Lederman]

fordc03,

Are your reps using IE7 by chance?